As an update to our communication on the 29th June, we want you to inform about the fact, that our IT-systems have been the target of a cyber-attack at approximately 1 a.m. (CET) this Wednesday, June 29th. Our cyber security system responded immediately, and the global IT team managed to isolate the incident. The protective decision was made to shut down services, while further forensics are in progress.
Currently our systems are down for now, which affects orders and deliveries. You may have experienced this already. We are working to solve these issues as soon as possible; however, working according to normal procedures is currently not possible.
We are working diligently to mitigate the impact to you - our customers, and partners - as well as to plan a safe recovery.
We are currently not able to respond to emails, but mobile phone numbers and TEAMS are still operational. Please rest assured that we will inform you about our progress and as soon as we are back to “business as usual”.
With regards to the current status of processes and systems specifically in the UK and Ireland:
Both of our plants are working to a manual process to ensure that as many orders as possible that are currently in the system are dispatched as planned. All orders received on or before the 28th June, will be dispatched accordingly. We expect this disruption to be minimal but where we do encounter any issues, our customer service team will endeavour to make contact with any affected customers directly.
For orders that were unable to be dispatched, these will be rescheduled for the nearest possible loading date and again, our customer service team will be in touch to advise those affected.
Please be aware that for any orders issued to us on Wednesday the 29th June, and today Thursday 30th June, these are unable to be received, and WILL NOT be processed. These orders will need to be cancelled until a further update is issued with regards to our ability to process orders. Orders received up to and including the 28th June, have been received, and will be delivered in due course. Where issues occur, customer services will be in contact.
Future orders / confirmations
Since the morning of the 29th June, we have not being able to accept new orders; we are working to confirm a new mechanism to both receive and process orders. By 1pm on the 1st July, we will advise of the latest developments on how best to place new orders. Customer services remains available through telephone only at this stage, via the usual number; 0800 521 050.
Your local Knauf representative also remains available via mobile phone should you have any specific queries. We will issue a further update as the situation develops.
Once again, we very much appreciate your support and patience as we navigate through this challenging period.